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As products and services becoming increasingly homogeneous, companies seek to outdo their competitors by focusing on service excellence and value.  However, service and value related decisions cannot be made by relying on prior experience and gut feel.  Managers must harness data within relevant frameworks to make better decisions.

This workshop will equip participants with the knowledge and skills needed to transform data into useful insights for quality service delivery, improve customers’ perceived value, and advance business outcomes.  Participants will also be exposed to relevant frameworks to support the development of better strategies through data analysis.


At the end of the 2-day workshop, participants will be able to:

  • Recognise the need to focus on service excellence and value
  • Recognise data analytics as a critical tool to boost service delivery and to enhance value
  • Understand key service-related analytical frameworks in the field of customer service, value, satisfaction and loyalty
  • Gain knowledge of collecting, analysing and interpreting customer and marketing metrics
  • Translate customer and marketing data into insights to achieve better marketplace outcomes  
  • Articulate the analysis results for management communication
  • Basic introductions to data
  • Foundations of data analytics
  • Service quality insights
  • Value insights
  • Loyalty insights

Executives who develop and lead their organisation’s service quality and customer-centric initiatives.

Managers in the fields of customer experience, quality assurance, frontline operations, customer analytics and insights.

9am to 5.30pm, 2 days

Dr Raymond Teo
Adjunct Faculty of Marketing
Lee Kong Chian School of Business
Singapore Management University

Dr. Raymond Teo is a thought-leader in the field of customer experience and data analytics.  He has been the anchor of SMU’s customer relationship management and data-driven insights programmes for both undergraduate and postgraduate levels for a decade.   He is highly sought after as a speaker by international conference organisers in these specialised fields. He regularly contributes to the Singapore Business Review.  He is very active in the field of customer experience, having authored articles for the Singapore Business Review that includes ‘How firms compete on customer experience in Singapore’.

Dr. Teo obtained his Ph.D. from the University of Western Australia, Master of Business Administration degree from the University of Strathclyde and Bachelor degree from the National University of Singapore.  Dr. Teo is an adjunct faculty of the Singapore Management University (SMU), offering customer relationship management and marketing related programmes at undergraduate and postgraduate levels. 


SGD 2,675 (including 7% GST) per person

WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

Course Code in SkillsConnect: CRS-N-0043534 Singapore Citizens/
Singapore Permanent Residents
Full course fee SGD 2,500
WSG grant SGD 1,750
Nett course fee SGD 750
7% GST on nett course fee SGD 52.50
Total nett course fee payable, including GST SGD 802.50*
Additional Subsidies Available:
SkillsFuture Mid Career Enhanced Subsidy of SGD 500 (applicable to SCs over 40 years old)

Total nett course fee payable, including GST
after additional funding


SGD 302.50

Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 

Total nett course fee payable, including GST
after additional ETSS funding


SGD 302.50

If you are a NTUC member, this programme is eligible for UTAP (Union Training Assistance Programme). To apply, visit here

ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

All workshops are subject to confirmation. ISE ​will ​send ​you ​a ​Confirmation ​email ​2 ​weeks ​before ​the ​course ​commencement ​date ​or ​when ​the ​minimum ​number ​is ​met, ​whichever ​is ​earlier. Upon confirmation of the workshop, a Tax Invoice will be sent via email to you.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.

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Last updated on 15 Jan 2019 .